Provides Tier 2 support for payment, EPOS, terminal, network, Wi-Fi, and connectivity issues. Diagnoses faults using configuration changes, remote administration, logs, transaction outcomes, and fault reproduction. Manages escalations with clear evidence, supports merchants and first-line teams, maintains documentation, meets SLA targets, and provides occasional on-site event support across the UK.
As a Tier 2 Technical Customer Support Engineer, you will own the diagnosis and resolution of payment, EPOS and connectivity issues escalated from first line, proving exactly where a fault sits, from terminal and network through to gateway and acquirer.
You will change documented configuration, administer equipment remotely, interrogate logs and reproduce faults. Engineering-level changes, such as firewall redesign, application defects or upstream acquirer issues, are escalated to 3rd line with clear evidence.
Hours: Shift-based, office-based role covering 5 days out of 7, between 8:00am and 10:00pm. Weekend working and long days will be required at times in line with the events calendar, with occasional on-site support at event venues across the UK.
Job requirements
Essential
Job responsibilities
Benefits
You will change documented configuration, administer equipment remotely, interrogate logs and reproduce faults. Engineering-level changes, such as firewall redesign, application defects or upstream acquirer issues, are escalated to 3rd line with clear evidence.
Hours: Shift-based, office-based role covering 5 days out of 7, between 8:00am and 10:00pm. Weekend working and long days will be required at times in line with the events calendar, with occasional on-site support at event venues across the UK.
Job requirements
Essential
- At least 2 years' 2nd line support experience in payments, EPOS, retail or hospitality technology.
- Working knowledge across the technical areas below, particularly terminals, networking, Wi-Fi, 4G routers and payment flows:
- PAX / Android terminals: advanced diagnosis and configuration, including apps, permissions, logs and connectivity
- TMS: provision, configure and diagnose terminal estates
- EPOS: install, configure and troubleshoot
- TCP/IP, DHCP and DNS: strong working knowledge of subnets, gateways, IP leases and name resolution
- Wi-Fi: SSID, band, channel, RSSI, interference and access point diagnosis
- Routers and 4G/5G: configure and diagnose, including SIM, APN, signal and failover
- VLANs, firewalls and VPN: understand and identify potential configuration issues
- Payment flows: understand the full transaction lifecycle, from POS to issuer
- Experience using Zendesk (or an equivalent platform) to manage tickets across all channels.
- A methodical approach to isolating faults and reading logs.
- Excellent communication, with the ability to explain technical issues to non-technical users and write clear escalation notes.
- Ability to work unsupervised and stay calm under pressure in live environments.
- Experience of TMS platforms.
- Experience with network monitoring tools, e.g. PRTG.
- Experience with connectivity and cellular routers, and VPNs.
- Experience working with acquirers or gateways such as Elavon, Worldpay or Visa Acceptance.
- Experience in live events, stadiums or other high-density venues.
- CompTIA A+, CompTIA Network+, CCNA or similar (or working towards one).
Job responsibilities
- Own escalated payment, EPOS and connectivity issues through to resolution or evidenced escalation.
- Diagnose and configure payment terminals, Android devices, TMS estates and EPOS systems.
- Diagnose Wi-Fi, network and 4G/5G router issues in high-density venues.
- Interpret transaction outcomes and response codes, distinguishing declines from communication failures and timeouts.
- Escalate engineering-level issues to 3rd line or vendors with logs and clear findings.
- Provide remote support to merchants and occasional on-site support at events.
- Log all work accurately in Zendesk, meet SLA targets and keep customers informed.
- Support first line, maintain knowledge base articles and suggest improvements based on recurring issues.
- Undertake any other duties reasonably required for the smooth running of the business.
Benefits
- Competitive salary, commensurate with experience.
- Bonus scheme
- 25 days’ annual leave plus bank holidays.
- Pension scheme.
- Access to FEP’s wider employee benefits programme.
- A dynamic, fast-paced environment where you can make a genuine impact at some of the UK’s most exciting venues.
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